Password is pending review
Safeguard for Privileged Passwords can resolve a situation when a user needs to request an account password but cannot because there is a previous password release request still in the Pending Review state and the designated reviewer is not available. If the request is left in this state, Safeguard for Privileged Passwords prevents users from checking out the account password. In such a situation, the Security Policy Administrator can close the request without review.
You can also set up requests so that pending reviews do not block access. For more information, see Reviewer tab.
To close a password without review
- Log in as a user with Security Policy Administrator permissions.
- On the Home page, click
Refresh.
- Open Administrator to review the pending request.
- Select
Close Request.
- Type an explanation in the Comment box of up to 255 characters (required).
- Select Close Request.
You can query and view all requests closed without review in the 
Activity Center. Filter the events by Password Request Closed, then export the search results to see the old state and new state.
Password is pending a reset
If a user receives a persistent message that states either of the following, the account password is stuck in a pending password change state:
- You cannot checkout the password for this account while another request is pending password reset
- This account has password requests which have not yet expired or have to be reviewed. It cannot be deleted now"
Possible solutions:
- Ensure that the service account for the asset associated with this account is working. Then manually change the account password. For more information, see Checking, changing, or setting an account password.
- Or, if the service account for the asset is working properly and the policy governing the account allows emergency access and has enabled multiple users simultaneous access, you can instruct the user to request the password using Emergency Access.
You can allow new access requests whether a prior request is approved or not approved. In other words, no requests will be blocked based on the approval status of a prior request. Setting the Pending reviews do not block access check box only pertains to future requests. For more information, see Reviewer tab.
Profile did not run
The password management settings Settings | Access Request | Enable or Disable Services enable the automatic profile check and change schedules in partitions.
Ensure the password management settings are enable for profiles to run on schedule:
- Check Password Management Enabled
- Change Password Management Enabled
For more information, see Enable or Disable Services (Access and management services).
Recovery Kiosk (Serial Kiosk)
Safeguard for Privileged Passwords provides a Recovery Kiosk (Serial Kiosk) with the following options.
- Support bundle: Allows you to generate and send a support bundle to a Windows share.
To start the Recovery Kiosk
On the terminal or laptop running the Recovery Kiosk, you must configure your serial port settings as follows:
- Connect a serial cable from a laptop or terminal to the serial port on the back of the appliance marked with |0|0|.
-
On the laptop or terminal, configure the serial port settings as follows:
- Speed: 115200
- Data bits: 8
- Parity: None
- Stop bit: 1
-
These options display on the Recovery Kiosk screen:
- Appliance Information
-
Power Options
- Admin Password Reset
- Factory Reset (Not available for virtual appliances.)
- Support Bundle
- Use the up-arrow and down-arrow to select one of these options.
- Use the right-arrow to initiate the option.
- Use the left-arrow to return to the option.
Kiosk keyboard shortcuts
Safeguard for Privileged Passwords provides these keyboard shortcuts. If you make the window too small to accommodate the kiosk elements, Safeguard for Privileged Passwords tells you how to readjust the window size.
- Ctrl + R: Re-fdraws the kiosk to fit a resized window. If you resize the window, press Ctrl + R to reorganize the kiosk elements to fit properly into the newly-sized window.
